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Thuma

Posted 1 month ago

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Guest Experience Lead

New York CityOn-siteFull-time

AI Summary

The Guest Experience Lead leads the sales floor, coaching associates and driving premium guest experiences and sales performance in Thuma’s New York City stores.

About this role

The Guest Experience Lead is a hands-on retail leader responsible for delivering an exceptional guest experience while driving sales performance and supporting daily store operations. This role serves as a lead presence on the sales floor, coaching associates through real-time selling opportunities, fostering a hospitality-driven environment, and helping the team achieve store goals.

The Guest Experience Lead partners closely with the Store Manager to maintain a high-performing showroom, support team development, and ensure operational standards are executed consistently. Ideal candidates are relationship builders who lead by example, excel at creating meaningful Guest connections, and thrive in a fast-paced retail environment.

You Will

  • Deliver a premium, hospitality-driven Guest experience by building meaningful relationships, resolving concerns with professionalism and empathy, and identifying opportunities to elevate service and conversion.
  • Drive sales performance through active selling, product expertise, client engagement, and consistent execution of individual and store goals.
  • Lead by example on the sales floor, providing real-time coaching, reinforcing selling behaviors and service standards, and supporting the onboarding and development of new team members.
  • Foster a positive, collaborative, and accountable team culture that reflects Thuma's values and commitment to exceptional Guest experiences.
  • Support operational excellence through execution of opening and closing procedures, inventory and replenishment activities, merchandising standards, and maintaining an organized and visually compelling showroom environment.
  • Ensure compliance with company policies, operational procedures, and brand standards while partnering with store leadership to drive overall store performance.

    • This Might Describe You

  • 2–4+ years of retail sales leadership experience in premium retail, showroom, hospitality, or customer-centric environments.
  • Proven ability to drive sales results, influence team performance, and deliver exceptional Guest experiences.
  • Strong coaching, communication, and interpersonal skills, with the ability to lead by example and develop others.
  • Excellent organizational skills, attention to detail, and ability to effectively manage multiple priorities in a fast-paced environment.
  • Experience using retail technology platforms such as Shopify, Netsuite, Gladly, or similar systems.
  • Passion for design, hospitality, and creating exceptional Guest experiences.
  • Experience serving as a keyholder, sales lead, or floor leader.
  • Experience in furniture, home, lifestyle, luxury, or design-focused retail environments.
  • Ability to work a flexible schedule, including evenings, weekends, and holidays, and lift/move merchandise up to 50 lbs.

    • Why Join Us

  • 401(k): Participation in our 401(k) program with company matching up to 6% of your contributions.
  • Benefits*: Comprehensive medical, dental, and vision coverage with generous employer contributions, 100% paid parental leave, and company-sponsored One Medical and WellHub memberships.
  • Paid Time Off: We operate with a high-performance mindset and we believe healthy, happy, relaxed people do better work.
  • Time to Recharge: Retail teams receive select paid holidays, including key company closure days, along with holiday pay when working on designated holidays.
  • Employee Discount**: 40% off almost all Thuma products.
  • Room Upgrade: A complimentary product credit upon joining, valued at up to $3,000.
    • ** Some exclusions may apply
    * Eligibility for compensation, benefits, and perks may vary based on employment status (e.g., full-time, part-time, temporary), work schedule, and applicable holiday policies, and are subject to the terms of the relevant plans and company guidelines.

    Skills

    CRMGladlyNetSuitePOsRetail Technology PlatformsShopify

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